Customer Support Associate at Albert

| Greater LA Area
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Who we are
Albert is a new type of financial service that uses powerful technology to automate your finances, with a team of human experts to guide you. Albert saves and invests automatically for you, helps you avoid overdrafts, finds savings you’re missing, identifies bills you’re overpaying, and much more. Text Albert a financial question, and we’ll not only offer guidance; we’ll help you make it happen.
 
We’re an LA-based startup with a proven business model, backed by top-tier institutional investors, with over 3 million users who have trusted Albert to help them achieve their financial goals. We’re on a mission to improve the financial lives of millions of people with a beautifully-designed, simple product, and we’re looking for thoughtful, talented people to join us on our journey.
About the role
We are looking for a motivated, professional person eager to provide guidance and financial tools to our customers and to help them get the most out of the Albert experience. 
Things you're good at
Problem solving: not only are you great at understanding a problem, but you can provide articulate and concise solutions to our customers.
Organization: you can handle multiple customers at once and see them through to completion. 
Collaboration: no one knows our customers' pains and delights better than you. Bringing this information to the team is key to your success.
Empathy: you have the ability to connect with, and relate to, our customers
Time management: you can swiftly, concisely navigate customer requests, while still fostering connection with our customers.
Customer-driven: providing a supportive, responsive customer experience is your bread and butter. 

Responsibilities

  • Managing high-volume inbound support channels: you’re part of the first line of defense in making sure our customers receive the attention and care they need, in a timely manner
  • Help customers understand how to get the most out of Albert and provide assistance navigating the app
  • Handle customer account cancellation requests
  • Document topics and other clerical tasks in our internal support tools as assigned by manager
  • Assist teammates in diagnosing and escalating issues our users encounter using Albert’s bug reporting system
  • Collaborate with team members on feature requests and product improvements
  • Build trust and rapport by keeping users in the loop and resolving issues quickly and thoroughly

Requirements

  • 4 year BA or BS degree
  • 1+ years of experience working in customer service
  • Weekend availability

Benefits

  • Competitive salary and equity
  • Health, vision and dental insurance 
  • 401k match
  • Free lunch

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • HerokuLanguages
    • CeleryLanguages
    • RabbitMQLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticSearchDatabases
    • DynamoDBDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AsanaManagement
    • NotionManagement
    • SlackManagement

Location

Our office is located at the Hayden Tract in Culver City, just a short walk from the Culver City metro station serviced by the expo line.

An Insider's view of Albert

What are some social events your company does?

Our leaders truly understand the value of letting loose and getting to know each other on a personal level. In addition to an awesome overnight retreat that we do once a year we also do monthly events. Sometimes we geek out with a private trivia night, find balance with a meditation session at our local yoga studio, or volunteer in our community.

Kinga

Office Manager

What kinds of technical challenges do you and your team face?

As we add more features to our app (The Post & Instant most recently), we are starting to see exciting scalability and organizational challenges. As we're experimenting with different architecture and coding patterns, we are working towards reducing our build times and unifying coding patterns across the team.

Ergin

Mobile Engineering Manager

How does the company support your career growth?

Albert supports career growth by prioritizing personal development and fostering an environment in which people have the opportunity to show their strengths. Anyone can volunteer to lead or be a part of a project or initiative, providing valuable experience and promoting personal growth.

Patrick

Finance Director

What's the biggest problem your team is solving?

Our Geniuses understand that personal finance can be stressful and overwhelming so our primary goal is to bring relevant, personalized, and timely financial advice to our users.

Trina

Financial Advice Expert

What are Albert Perks + Benefits

Albert Benefits Overview

At Albert, we believe that everyone, regardless of income or net worth, should have access to financial wellness. Simplicity, empathy, and wellness are the core values that not only guide our mission, but the way we care for our team.

We make sure our employees and their families are taken care of with virtually free, premium quality health, dental, and vision insurance. We promote a solid work-life balance by offering generous PTO, paid holidays, and monthly company events. Since we take long-term financial wellness seriously, employees at Albert are able to sign up for our 401(k) plan, with company matching, on their very first day.

Aside from our basic suite of benefits, we believe in providing a great work place for our employees. Our office is situated in Culver City's well-known Hayden Tract, within walking distance of the Expo line, retail and many restaurants. Other perks include a pet-friendly office, free lunch, a fully stocked kitchen complete with snacks and a rotating selection of beer.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Vacation & Time Off Benefits
Generous PTO
Albert employees receive between 15 and 21 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Employees receive 24 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Albert offers a monthly reimbursement of $100 to anyone who uses public transportation, rides a bike, or walks to work.
Company Outings
We throw an awesome company retreat each year in addition to monthly happy hours and events.
Free Daily Meals
Stocked Kitchen
Albert has a fully stocked kitchen including healthy snacks, rotating beer, coffee, tea, cocoa, and other beverages.
Happy Hours
Happy hours are hosted on occasion, usually every other month.
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Lunch and learns
Our most recent lunch and learn centered around interview best practices for interviewers.
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